Once the order has been shipped, the customer will receive a confirmation e-mail with their invoice, the assigned shipping number and, whenever applicable, a hyperlink that will allow the tracking of the order on the carrier's website. The customer may also have access to that hyperlink by logging in to their account and clicking on the "Orders" tab, available on the sign-in page followed by "Order status" button of the respective order; as an alternative, the customer may choose the "Help" icon on the website header bar, following the "Track my order" option. Either way, the customer will be provided with all information about the order, including the abovementioned hyperlink.

The online tracking of your order upon receipt of the shipment confirmation email may not return any results. Shipping information may take up to 24 hours, counting from the reception of the shipment confirmation, to be updated on the website of the transporter, without PROZIS being held responsible for this.

Orders are delivered from Monday to Friday, except for local or national holidays, at the address indicated by the customer when placing the orders.

Remark: Customer should confirm all the data indicated when placing the order before its confirmation as no modification request could be accepted after the payment confirmation is issued. Returning to the previous stages is always possible using the Back button.


Delivery Services

PROZIS provides regular delivery services, which are subject to the own procedures of the carriers, in particular regarding the customer's personal data required to fulfill the delivery obligation, the shipping methods, delivery times, costs and constraints associated with the requirements of the orders to be delivered and with the procedures related to the validation of the recipient's identity (or of the identity of the third person acting on their behalf) and customs formalities. PROZIS cannot be held responsible for any modification on the service conditions provided by the carriers as PROZIS is only obliged to assure that the carriers' procedures used on each delivery process are in full compliance with the terms and conditions in force at the time of the confirmation of the purchase by the customer.

Thus, the available shipping options may depend on the sort of products to be delivered, on the address of destination, on the shipping method or even on the time of the validation of the payment method.

The expected delivery time, as well as other eventual constraints or relevant remarks in force at the time of the conclusion of the purchasing process, will be noted as an informative remark displayed on the Shipping tab.

Remark: the delivery times, counted from the effective delivery date, are merely indicative as shall only be applicable whenever no physical or structural constraints are verified (e.g.: incorrect addresses or force majeure events as strikes, missed connections, extreme weather events, etc.). Customs procedures and related formalities may also contribute to a delay on the indicated delivery times, for which Prozis cannot be held responsible.


Customer may receive the order at an address of their choice (exception made to PO Boxes). To do so, the customer only needs to provide the address at which commits to be present between and of the day scheduled for delivery. An attempt to deliver to the address indicated will be made by a courier from the selected transport service.


1) It is not possible to select a specific delivery time as it will be conditioned by the courier route on the day of delivery, which is exclusively set by the transport service.

2)The indication of an incorrect or incomplete delivery address may result in the order being returned to PROZIS and may lead to additional costs for the customer; for this reason, it is highly recommended that the customer always makes sure that the delivery address indicated at the time of the order placement is effectively correct and complete. Once the order is placed, it is not possible to change the delivery address or the provided billing data as stated on 1.2. above.

3) In any case, due to service organization and distribution procedures of the carriers, the identification data of the recipient will be printed on the label to be placed outside the transport box. Since these are considered the recipient's personal data, it is advisable to destroy or erase such data after receipt of the order so to prevent those data from being consulted by third parties after disposal of the packaging at recycling points.


Shipping costs are automatically calculated by the system and may vary accordingly to the following circumstances:

- actual or volumetric weight (whichever the higher);

- total amount of the order;

- range of products;

- delivery address, namely the costs arising from customs duties and border control.

- carriers' pricing fees, which are subject to regular updates.

Shipping costs are automatically updated as the products are added to the shopping cart.


Whenever customs duties or border control are to be expected, a pop-up message will be triggered before the confirmation of the purchase order so that the customer may be aware of additional costs that may be in force and for which Prozis cannot not be held responsible.


Reimbursement of shipping costs

The reimbursement of shipping costs may take place whenever occurs a/an:

i) Failure to deliver the order for reasons attributable to PROZIS or to the carrier: the customer will be fully reimbursed for any amount paid as delivery costs. A PROZIS' Customer Care Service returns and refunds employee will contact the customer in order to confirm the right to reimbursement and to provide any further clarification on this matter.


ii) Error in the shipped product(s) or shipment of defective product(s): The customer will be reimbursed in full for any amount eventually paid as shipping costs only if the error or defect occurs in all products shipped. For more information on this matter, see section 1.5. below.


iii) Right to cancel the contract: in compliance with regulations 29 to 35 of The Consumer Contracts Regulations 2013, applicable to distance and off-premises contracts, the consumer may exercise their right to cancel this contract within 14 calendar days, without giving any reason.


The cancellation period ends at the end of 14 days after the day on which the goods come into the physical possession of the consumer, or the person, other than the carrier, identified by the consumer to take possession of them.


To exercise the right to cancel, the consumer must inform of their decision to cancel this contract by either: 1) using the model cancellation form available here, or, alternatively, downloading the paper version of the form here, even though it is not mandatory; 2) sending an unequivocal statement, by post mail, to PROZIS - Rua do Cais, No. 198, Fontarcada, 4830-345 Póvoa de Lanhoso, Portugal, which, in order to confirm the identity of the sender of such letter, must be preceded by a written message addressed to the Customer Support Service, through the helpdesk channel made available on their personal area of the online store. The order number and the description or reference of the product(s) to be returned must be communicated in this contact, as well as the intended form of reimbursement of the amount paid.


To meet the cancellation deadline, customer must send their communication concerning their exercise of the right to cancel before the cancellation period has expired.


The procedures set out in the Annex to that document and to the provisions of point 1.3. infra (Returns) shall apply to the exercise of this right to cancel. In this context, PROZIS will fully reimburse the amount that the customer may have paid by way of delivery, with the exception of: a) any supplementary costs resulting from the choice of a type of delivery other than the least expensive type of standard delivery provided by us; b) any costs of returning the order as a result of this exercise of the right to cancel. In either case, the customer will bear the cost of returning the items to the warehouse.

Within 24 hours, PROZIS will acknowledge receipt of the intention to exercise the right to cancel the contract.

The reimburse will be made without undue delay and within 14 days of receiving the returned item(s) in PROZIS' warehouse with prior notice. PROZIS shall communicate to the consumer an acknowledgement of receipt of such withdrawal within 24 hours.

Remark: PROZIS will carry out the reimbursement of the cost of the products using the same payment method used for the initial transaction, unless expressly agreed otherwise by the consumer; in any event, the consumer will not incur any fees as a result of the reimbursement of the amounts paid by way of delivery.


Procedures applicable to incidences

In the event that a prepaid order is returned to PROZIS for reasons attributable to PROZIS, the amount paid for the purchase will be refunded, including delivery costs and return-shipping costs.

The customer may choose to be refunded on the original payment method or through a refund coupon that may be used on a future order. The coupon will be valid for 12 months from its issuing date. After this validity, no refund will be possible.

If the reason for the unsuccessful delivery and return of the order is the responsibility of the carrier, regardless of the chosen payment method, the customer will have to file a written complaint which will be analyzed by the carrier.

Alternatively, and subject to the prior express consent of the customer, such complaint may be sent to the carrier as supporting document of the incidence created on the basis of the non-delivery. In the event that the problem with the delivery was caused by an incorrect or incomplete address, the customer may be asked to provide proof of address to be attached to the respective claim. Should the delivery had failed due to an incorrect or incomplete address indication, the customer may be asked to provide a residence proof as attachment to such complaint.